Job Description
To apply direct for this role please visit Civil Service Jobs and quote ref no.
Have you got experience of leading a multi-skilled function within a Cloud environment?
Do you have experience in running a diverse team of differing responsibilities, and leading direction and strategy in a large business function?
We are looking for a strong leader who can effectively and sensitively handle the expectations, and meet the needs of, a range of customers with multiple and sophisticated drivers.
Within HMRCs Chief Digital & Information Group (CDIO), specifically in the Enterprise Cloud Services (ECS) team we are redefining and growing a team of outstanding people to improve its HMRC Cloud Centre of Excellence offering.
We are already a diverse team of 80 + individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Development, Service Design, Operation and Governance.
Job descriptionWe have an exciting opportunity to lead the Enterprise Cloud Services (ECS) Operational Excellence team, where you will shape and lead multiple disciplines which will be responsible for ITIL functions including Customer Relationship Management and Supplier Management within ECS. This will involve driving ITIL practices ensuring compliance with information assurance practices and customer commitments.
The Lead Operational Excellence Manager is responsible for leading strategic initiatives that enhance value delivery, build capabilities, and improve the performance of platform services.
They develop and execute a strategic roadmap to guide continuous improvement, drive training programmes, and ensure customer success.
The Lead Operational Excellence Manager oversees value optimisation efforts, aligns platform capabilities with organisational goals, and fosters a culture of operational excellence across teams.
They lead cross-disciplinary efforts of enabling functionality to implement and enact on best practices to drive process improvement.
The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required. You will be expected to work a minimum of 60% of your working time from an office location.Person specification
Responsibilities
* Value Optimisation & Performance Enhancement: Lead efforts to maximise value return from platform services. Implement performance management practices that track and improve the effectiveness and return on investment of platform initiatives.
* Capability Building & Organisation Development: Oversee capability development initiatives. Drive and lead the unique enabling functions of the platform service to deliver educational and skillset needs as well as enhancing organisational competency with continuous growth.
* Customer & Consumer Feedback: Manage customer success strategies and enable the platform service to meet user expectations. Use customer feedback to drive continuous improvement initiatives.
* Cross-Functional Process Improvement: Lead cross-functional teams in identifying and implementing process improvements that enhance efficiency. Establish best practices for operational excellence, promote consistency and standards.
You will:
* Be a member of, and actively contribute to the Platform senior leadership team providing direction and leadership to the broader platform teams.
* Lead, coach and mentor the Platform Operational Excellence team, comprising of multi skilled business areas, developing capability within the team and supporting career progression.
* Develop and oversee the governance framework ensuring processes are clearly defined and understood, effective cost management is in place, performance is tracked against measurable targets and meaningful reporting is delivered.
* Lead the Customer Relationship Management team ensuring any business opportunities are identified and progressed, maintaining strong links across CDIO, customers and consumers, HMRC and other government departments. Working with the Platform teams to identify and deliver resolutions to escalations raised.
* Forge lasting relationships and collaborate with other government departments, industry experts, wider ITILv4, and practice owners to share knowledge and drive continuous improvements in working practices.
* Set clear objectives and stretching targets for direct reports and agreeing and creating career development plans including effectively peer to peer managing those at SCS1 grade where needed.
Essential Criteria:
The successful candidate must be able to clearly demonstrate evidence of the following essential criteria:
* ITIL Experience and a qualification above Foundation.
* Inspirational senior leadership and management skills.
* Strong stakeholder management and the ability to build relationships across the organisation.
* Collaborate with other teams to identify opportunities to improve the customer service and experience.
* Foster a culture of continuous improvement aligned to the ITIL practice.
* Demonstrative?ability of successful stakeholder management and building relationships across a range of senior communities, internal and external, often without direct?authority.
* Role models the civil service leadership?behaviours?and be a strong advocate for leadership as well as IT professional development.
Desirable Criteria:
Ideally you will also have experience and understanding of:
* Knowledge?industry best practices, frameworks, and processes.
* Leading?teams through times of change?and fostering a positive and inclusive?culture of trust and?autonomy.
* Ability?to respond to change with agility?and lead teams with a strong and?compelling?vision for the?future.
* Knowledge and expertise in developing platform strategies and plans.
QualificationsITIL Experience and a qualification above Foundation.
JBRP1_UKTJ